Leading companies are responding by prioritizing customer service as a top company goal, often with C-level attention and oversight. 92% percent of companies say customer service is among their top goals, with 28% reporting that customer experience is the number one priority. These innovative companies see customer service as a way to differentiate their brand, inspire brand loyalty and drive revenue growth. This loyalty is key as companies are struggling to evolve as quickly as customer expectations, as markets and as competitors.

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